Retail - Omni-channel customer engagement for the retail industry

Make online as good as in-store

Nuance has the technology to offer shoppers in any channel the same level of helpful customer service they expect when they interact with staff in your store. With our omni-channel customer experience approach, you’ll prevent shopping basket abandonment and increase customer engagement regardless of how they shop and where they are in the process.

The retail landscape is changing

Online customers are no longer chained to their laptops, and brick-and-mortar customers are no longer limited to the resources in-store. The explosion of smartphone and tablet usage in retail shopping has changed how brands relate to their customers, so brands that want to be industry leaders must have a fully integrated omni-channel customer experience. But no matter how cutting edge a retailer's omni-channel presence is, it is only as effective as its online customer engagement.

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Acer America Drives Customer Service Improvements case study

Acer America case study

Read how Acer America drove service improvements with a natural language speech solution on Nuance’s hosted IVR platform.

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Opus Research: The Intelligence Assistance Playbook

Opus Research: The Intelligent Assistance Playbook

Learn how to integrate intelligent assistance and authentication into your customer self-service strategies.

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Benefits

Increase average order value and decrease abandonment

Virtual assistants can help customers find what they are looking for, ask questions and perform transactions simply by typing or speaking as if interacting with a human sales associate. They increase sales conversion rates and average order value while attracting new customers by differentiating your commitment to the online experience.

Deflect contact centre calls

Proactively engage customers before they call to create a better experience throughout the entire process and divert traffic from your contact centre. By providing order and delivery status updates according to your customer’s preference – phone, text or email – you can free up your customer service representatives to focus on tougher service cases and drive more revenue.

Decrease operational costs

Our conversational IVR solutions provide quick and easy self-service for your customers – from card activation to rewards balance to store locations - to reduce the number of calls to agents and improve your company’s self-service IVR containment rates.

Stats

See how our products stack up

35%

increase in self-service usage

45%

upselling and cross-selling

Retail expertise in action

Case Studies

Monitronics
Learn how Monitronics streamlined its contact centre operations and improve customer engagement.
Large computer systems retailer
Read how one large retailer decreased their call abandon rate by 19% with improved call flow from natural language Call Steering.

White paper

The Inner Circle guide to omni-channel customer contact
Take a deep dive into the world of omni-channel customer engagement, providing a detailed and definitive view of the reality of implementing and using customer experience technologies.

See what our customers are saying

Our cost savings per minute could be upwards of 60%, which is really exciting for us.

Nicole Allen

Senior Manager, Customer Insights Group for Acer America

Experience that helps you stand out

Nuance professional services deliver self-service solutions that improve the customer experience while lowering costs – so you can focus even more on your brand, your customers and your products.

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Retail - Omni-channel customer engagement solutions for brick-and-mortar stores